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Client Service Manager I

Navia Mexico

Navia Mexico

Customer Service
North America
Posted on Monday, September 18, 2023

The CSM I serves as the overall account manager for large and/or mid-size clients covering all of TRI-AD’s H&W administrative service offerings (eligibility /enrollment, reimbursement accounts [FSA, HSA, Commuter, etc.], COBRA, Direct Bill and Voluntary Products. The CSM I is responsible for developing and fostering long-term client relationships providing consultative, proactive client service support and efficiently resolving service issues as they occur. The CSM I is also accountable for managing the scope of services for each client, negotiating out of scope requests, and acting as the project manager.This is a remote position unless you are within 30 miles of one of our office locations in Overland Park, KS, Morraine, OH, Fresno, CA, or Renton, WA.

Essential Functions
  • Act as the overall owner of day-to-day client relationships
  • Work closely with client contacts to establish a thorough understanding of client requirements business needs and overall benefit strategy
  • Support the client invoicing process by reviewing work-in-progress reports and associate time/billing entry
  • Educate and train support associates on clients, benefit plans, systems, administrative procedures, relationship management
  • Identify and implement process improvements across the H&W team to ensure consistent, efficient service delivery
  • Represent TRI-AD at client benefit fairs to educate participants on plan features and benefits
  • Escalate client issues to appropriate internal team members as needed
  • Simultaneously manage numerous client relationships of varying services, scope, and size
  • Effectively manage both client satisfaction and overall client profitability
  • Organize and conduct client service review meetings
  • Ensure completion and documentation of all items on the client service schedule for each aligned client
  • Provide ongoing communication to clients on project status, deliverables, timing, issue resolution, expectations, etc.
  • Manage client expectations and provide responsive and proactive communication to gain the client’s confidence
  • Manage the creation of service agreements and negotiate renewals
  • Manage the annual benefits open enrollment process for the client and internal work teams
  • Manage the implementation of new clients and new services for existing clients onto TRI-AD’s administrative services platforms
  • Manage the communication of client plan and legal documents, including plan requirements, service agreements, schedules of fees, and banking agreements
  • Document and manage client change orders for new work processes or changes to existing processes
  • Ensure all client plan documentation and contact information is current in Laserfiche and Lotus Notes
  • Assist clients with systems, plan design, and regulatory questions and issues
  • Educate and train clients on proper system usage, including leading system demos and webinars
  • Identify, design, and provide effective solutions to meet client needs
  • Three to Five (3-5) years of benefits administration or employee benefits industry experience. Ten (10) years’ experience in field preferred
  • Three to Five (3-5) years of direct client management experience
  • Proficiency with benefits and/or HRIS, project management tools
  • Proficiency with MS office technology (Word, Excel, PowerPoint)